The Head - IT Service Quality is responsible for defining implementing and continuously improving service quality standards across the Bank s IT landscape This role ensures that IT services consistently meet business expectations regulatory requirements and customer success criteria It plays a pivotal role in aligning IT performance with customer experience operational excellence and strategic business outcomes leveraging industry frameworks such as ITIL CMMI and Lean Six Sigma Responsibilities Define and maintain IT service quality frameworks policies and KPIs based on ITIL and continuous improvement methodologies Monitor and analyze service performance data to identify gaps and drive improvements using Lean Six Sigma techniques Integrate customer success metrics into service delivery to ensure alignment with business outcomes Lead root cause analysis and implement corrective actions for recurring service issues Collaborate with ITSM operations and application teams to strengthen incident problem and change management processes Ensure adherence to regulatory standards e g RBI internal audits and risk controls Develop dashboards and reporting tools to visualize service quality trends and performance Champion initiatives that enhance end-user satisfaction through proactive support self-service and feedback mechanisms Qualifications Education Bachelor s or Master s degree in Information Technology Computer Science or a related field Certifications Certifications in ITIL v4 Lean Six Sigma Green Black Belt COBIT and CMMI are preferred Additional certifications in service excellence governance or quality management frameworks are beneficial

📌 Service Quality Tcc (Mumbai)
🏢 Acura solutions
📍 Mumbai